System and Method for Providing Customer Support on a User Interface

ABSTRACT

Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application claims priority to U.S. Provisional Patent ApplicationSer. No. 61/322,363, filed Apr. 9, 2010, entitled “System and Method forProviding Customer Support on a User Interface,” which is herebyincorporated by reference in its entirety.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialwhich is subject to copyright protection. The copyright owner has noobjection to the facsimile reproduction by any one of the patentdocument or the patent disclosure, as it appears in the Patent andTrademark Office patent file or records, but otherwise reserves allcopyright rights whatsoever.

FIELD OF THE INVENTION

The present invention relates to a method and system for videocommunication between a user and a customer service representative.

BACKGROUND

Financial institutions provide a vast array of financial services andproducts to customers and potential customers. Traditionally, theprocess for selling a product to a customer and servicing a customer hasbeen predominantly in person, over the telephone, or via the Internet.When communicating with a customer service representative, even over thetelephone or in person, that representative may not be able to answer acustomer's questions about a particular product or service outside theirarea of expertise. As a result, the customer must be directed to anexpert, if one is even available.

Typically, the customer must enter details about themselves and theirdesired transaction in order to be connected to the appropriaterepresentative. When connecting with a call center, the customer canbecome frustrated and spend unnecessary time just trying to connect witha representative than can assist. Moreover, if the customer has traveledto a branch or physical location of a financial institution, thatparticular branch may not employ any representatives who can answer thecustomer's questions. Obviously, such a situation proves frustrating forcustomers and can result in a lost sales opportunity for the financialinstitution.

From the customers' point of view, customers desire a personalexperience of a face-to-face interaction with an expert who can answer aquestion about a product or help a customer to properly complete a form.From the financial institution's point of view, the financialinstitution cannot reasonably expect to employ an expert on each of thevast number of products and services it offers in every branch at alltimes.

Accordingly, there is a need for a system and method for automaticallyselecting and connecting a customer service representative to a user ofa financial product or service without requiring the user to enteradditional information about the product or service they are using.

SUMMARY OF THE INVENTION

The multitude of products and features available through a largeorganization, such as a financial services institution, make itvirtually impossible for one individual or even a group of individualsto be fully conversant in all the nuances necessary to properly servicea customer in each product. Video conferencing or video “chat” is oneway to offer a customer of a financial institution an opportunity toconduct a face-to-face communication with a customer servicerepresentative, no matter where the user is located and at a reasonablecost to the organization. Unfortunately, in order to provide a videochat between a user and an appropriate representative, multiple,time-consuming steps are required. First, the user must be identified.Second, the product or service of interest must be identified by theuser. Third, the correct expert must be identified and connected withthe user. And, finally, many conventional devices and methods used forconducting financial transactions or inquiring about services are notequipped with video capabilities.

Exemplary embodiments described herein make it possible to effectivelycomplete more complicated service transactions in a more efficientmanner by having a team of well-trained professionals who are instantly“streamed” into any location as necessary. In addition, thebelow-described embodiments may enable any division's products to beserviced at any other division's location. Further, the describedembodiments may allow customers to reach an “appropriate” customerrepresentative—a customer representative with the knowledge, experience,expertise, and/or skill to answer questions about a particular product,form, or service. The embodiments described herein attempt to overcomeall of the aforementioned drawbacks of conventional customer servicerepresentative systems and methods.

A two-way communication system can provide instant or quick access tothe right expert at the right point in time, thereby converting whatmight otherwise be a negative customer experience into a positive salesand service opportunity. As an added benefit, embodiments describedherein have a multitude of other cost-effective uses (e.g., training,communications, security, acquisition support, remote customeridentification, remote sales and service, etc.), which can enhance anorganization's value. Exemplary embodiments may include transmissionswith only voice or audio, only video, or both voice/audio and video,along with optional texting and email capabilities.

In one embodiment, a computer implemented method for providing customersupport comprises receiving, by a touchpoint device, identificationinformation from a user of the touchpoint device; receiving, by aserver, the identification information; providing an electronic documentto the user; receiving, by the server, an input from the user requestinga session with a representative; selecting, by the server, arepresentative based at least in part on the electronic document;providing information about the electronic document to therepresentative; and establishing a connection between the representativeand the touchpoint device.

In another embodiment, a system for providing customer support comprisesa server of a financial institution adapted to provide an electronicdocument to a touchpoint device in operation by a user; a first databasecommunicatively coupled to the server and adapted to store theelectronic document; a second database communicatively coupled to theserver and adapted to store account information of the user; and aworkstation communicatively coupled to the server and configured to beoperable by a customer service representative. The workstation comprisesa camera for capturing video of the customer service representative; amicrophone for capturing audio of the customer service representative; adisplay for presenting information about the electronic documentprovided to the user; and an input device configured for the customerservice representative to input commands to access information about theuser or the electronic document. The user can access video and audio ofthe customer service representative on a display of the touchpointdevice upon a request by the user. The server directs the request of theuser for video and audio of the customer service representative to aparticular customer service representative that has expertise relatingto the electronic document.

In yet another embodiment, a method for providing customer supportcomprises providing a user interface to a user to display on atouchpoint device; providing a first area of the user interface todisplay an electronic document; providing a second area of the userinterface that has a link for requesting assistance from a customerservice representative; receiving a selection by the user of the linkfor assistance; routing a request for assistance to a particularcustomer service representative based on the electronic documentdisplayed in the first area of the user interface; establishing a videofeed of the customer service representative from a computer of thecustomer service representative to the user's touchpoint device; andproviding the video feed of the customer service representative in thefirst area along with the electronic document.

Additional features and advantages of an embodiment will be set forth inthe description which follows, and in part will be apparent from thedescription. The objectives and other advantages of the invention willbe realized and attained by the structure particularly pointed out inthe exemplary embodiments in the written description and claims hereofas well as the appended drawings.

It is to be understood that both the foregoing general description andthe following detailed description are exemplary and explanatory and areintended to provide further explanation of the invention as claimed.

BRIEF DESCRIPTION OF THE DRAWINGS

The preferred embodiments of the present invention are illustrated byway of example and not limited to the following figures:

FIG. 1 shows a system architecture according to an exemplary embodiment.

FIG. 2 is a flow chart of a method for establishing a communicationaccording to an exemplary embodiment.

FIG. 3 is a system overview according to an exemplary embodiment

FIGS. 4 a and 4 b show screen shots of a user interface on a touchpointaccording to an exemplary embodiment.

FIGS. 5 a through 5 d show screen shots of a user interface on atouchpoint according to an exemplary embodiment.

DETAILED DESCRIPTION

Various embodiments and aspects of the invention will be described withreference to details discussed below, and the accompanying drawings willillustrate the various embodiments. The following description anddrawings are illustrative of the invention and are not to be construedas limiting the invention. Numerous specific details are described toprovide a thorough understanding of various embodiments of the presentinvention. However, in certain instances, well-known or conventionaldetails are not described in order to provide a concise discussion ofembodiments of the present inventions.

Exemplary embodiments, as described below, expand the reach of consumerservice representatives with a particular area of expertise, therebyallowing a financial institution to present customer servicerepresentatives to more customers at multiple locations and at a timewhen their sales and service expertise can mean the difference betweensolidifying a client relationship or losing the business to acompetitor. These systems and methods can remove the geographicalbarriers that prevent a customer from accessing a specialist's knowledgein essentially real-time and allow the customer to operate in anenvironment that embraces the customer in the process. For example, thecustomer is able to meet directly with specialists in an electronicenvironment that creates a virtual meeting experience in which thecustomer will feel as if he or she is sitting across a desk from thespecialist. Moreover, exemplary embodiments allow the customer toconnect with a representative with particularized knowledge about anelectronic document being viewed or completed by a user, without theneed for the user to enter additional information about the document. Asa result, the customer may not be required to enter personal informationor any additional information about a desired product or service inorder to speak with an appropriate representative. Instead, the customeris immediately connected to a representative who has knowledge of thecustomer's current status.

Referring to FIG. 1, a user 110 operates a touchpoint device 120, suchas a personal computer 121, general computer or special purpose computer122, cellular or mobile phone 123, automated teller machine (ATM) 124,kiosk 126, personal digital assistant (PDA), tablet computer, wirelessdevice, video phone, smart phone, or any other electronic device capableof processing data to access financial products, services, orinformation located on server(s) 130 (including processors, software,etc.) and/or database(s) 140 of a financial institution. The touchpointdevice 120, server 130, database 140, and a customer servicerepresentative 160 having a computer 180 can communicate via electronictransmissions through communication networks 150 such as the Internet,intranets, wireless networks, Bluetooth networks, fiber optic networks,existing telephone networks, credit networks, and other networks.

It will be understood that a “user” 110 of a touchpoint device 120includes entities including, but not limited to, existing andprospective customers of financial institutions, service and salesagents, employees, managers, groups of individuals, or another entitywith an existing or potential relationship with the financialinstitution. For example, the user can be a customer that has an accountat the financial institution. In another example, the user can be apotential customer interested in obtaining a mortgage with the financialinstitution. In yet another example, the user can have an account atanother financial institution but is using the device or services (e.g.,an ATM) of another financial institution.

Furthermore, it will be understood that the touchpoint device 120 may beportable or it can be physically located at a branch of a financialorganization, a user's home or office, a transit station, a conveniencestore, a shopping mall, or any location where the device can beconnected to a network. For example, a mobile phone 123 may access thenetwork 150 at nearly any location in world. In another example, a kiosk126 may be located at a branch of the financial institution. Using aninput device connected to the kiosk, the user can choose and manipulateelectronic documents. In yet another example, an ATM 123 can be locatedat a store, a branch, or almost any location throughout the world. Inanother embodiment, a user may log on to the system using a laptopcomputer located at the user's place of work.

The touchpoint device can include three components: (a) a processingcomponent, (b) a display component, and (c) an input component. Theprocessing component can include a computer processor necessary forhandling the computations, processing, and other functionality of thedevice. The display can be a LCD, LED, OLED, CRT, 3D or stereoscopicscreens, projectors, or any other type of display. The display componentcan be a screen capable of touch screen input. In one example, thedisplay component, input component, and processing component may becombined into a single touchpoint device 120 to allow a user to enterinformation by touching the screen of the touchpoint device. As aresult, the screen acts as the input component. Alternatively, thedevice can receive input from an input component instead of or inaddition to a touch screen capability. In one example, the kiosk 126 mayinclude a special purpose computer comprising a display component,processing component and an attached input component, whereby the kiosk126 may be programmed to display a particular GUI. Exemplary inputdevices may include, for example, buttons, switches, dials, sliders,keys or a keypad, a navigation pad, touch pad, touch screen, mouse,trackball, stylus, and the like, any of which can be integrated in thetouchpoint device or electrically coupled thereto.

Optional enhancements to the touchpoint device can add additionalservice features or maintain a secure session with the user. In certainembodiments, peripheral devices 170 may be connected to, or integratedin, a touchpoint device 120 to enhance a user's 110 experience. Theperipheral devices may be connected through the network 150, though theymay also be physically connected or even connected via a differentnetwork. Exemplary peripheral devices 170 may include video cameras,display devices, speakers, processors (along with software to carry outthe process), input devices, biometric devices (e.g., for fingerprints,iris scan, facial recognition, voice recognition), printers, scanners,deposit/dispense devices, card readers, bar code readers (including QRcode readers), PIN pads/electronic signature capture, remote cameracontrols, and other devices without limitation.

In one exemplary embodiment, a printer may be connected for the remoteprinting of documents, debit or credit cards, and/or physicalrepresentations of bookmark identifiers such as bar codes or QR codes.In another embodiment, a scanner is present for the scanning of checks,documents, currency identification cards, or other identification orfinancial documents. Additional embodiments include peripheral devices170 such as card readers for reading magnetic stripe and/or smart cards,such as credit and debit cards. In yet another embodiment, a remotecamera controller is included such that, for example, a representativecan control a camera connected to a touchpoint device to view acustomer's document. In this way, a customer could “show” therepresentative a certain line from a physical document.

In one embodiment, a “Marketing Wall” or other advertising display,which is positioned outside of a branch or near an entrance to thebranch, can draw the user 110 inside the branch to use a touchpointdevice 120 by electronically or statically displaying information. Forexample, the Marketing Wall can include a display device, such as an LCDdisplay, LED display, or OLED display and, optionally, speakers. TheMarketing Wall may be programmed to display marketing materials tocustomers or potential customers such as promotions, ads, videos, music,and graphics in an attempt to coax the person to enter the branch. Onceinside the branch, the user 110 may log in to one of a number oftouchpoint devices 120 located throughout the branch including “SalesWalls” 125 and “Workbenches” 127. A Sales Wall 125 is a display withinthe branch that allows the user to complete a transaction or interactwith the presented information. A Workbench 127 is similar to the SalesWall, but has a configuration of a display on a surface of a desk foruser interaction.

In one embodiment, the touchpoint device 120 is a type of kiosk known asa “360 Station” 126, wherein a user 110 can conduct financialtransactions such as, for example, depositing cash or checks,withdrawing cash, and/or opening or closing an account. The 360 Station126 can be similar to an ATM or may include additional functionality.

As discussed above, whether in the branch or at another location (e.g.,en route, at home, at work, at a transit station, or other location),the user can access information from a financial institution through anyof the touchpoint devices 120, including, but not limited to, the SalesWall 125, Workbench 127, 360 Station 126, personal computer 121, generalcomputer or special purpose computer 122, tablet computer, ATM 124,kiosk 126, PDA, wireless device, video phone, cellular or mobile phone123, or smart phone.

The customer service representative 160 can be located at the financialinstitution or at a separate location. In either scenario, the customerservice representative 160 has computer 180 for communicating the user110 of touchpoint device 120. The computer 180 of customer servicerepresentative 160 can have a camera for capturing video of the customerservice representative 160, a microphone for capturing audio of thecustomer service representative 160, a display for showing informationabout the customer and the electronic document, and an input device forallowing the customer service representative 160 to input commands toaccess information about the user 110 or the electronic document.

Once the user 110 submits a request for a video chat, videoconference,or other video session with a customer service representative 160, thefinancial institution's server 130 can route the request to anappropriate customer service representative 160 with expertise in thedesired area. The financial institution's server 130 can also provideinformation, such as information about the electronic document beingviewed by the user 110, account information about the user 110, andpersonal information about the user 110 to the computer 180 before orduring a video session with the user 110. The financial institution'sserver 130 may retrieve some or all of this information from the atleast one database 140. For example, the financial institution may havea first database for storing account information and a second databasefor storing information about the electronic document. The at least onedatabase 140 can store information about each electronic document,whereby the server 130 can request a subject matter for a particularelectronic document in order to route related requests to acorresponding representative for that particular subject matter.

Referring to FIG. 2, an exemplary method for presenting financialinformation is shown that uses the exemplary system of FIG. 1. It willbe recognized that the exemplary method of FIG. 2 may be executed in anumber of ways, and the following description should not be limited to aparticular order. In this example, a user can interact with a touchpointdevice to receive, review, and access information presented by thefinancial institution. The user may or may not be a customer of thefinancial institution. In this particular example, the user is anaccount holder of the financial institution. In an alternativeembodiment where the user is not an account holder of the financialinstitution, the user can obtain a temporary user name and password,register for access, or proceed without entering any personalinformation.

At 210, a user accesses a touchpoint device and is prompted to enteridentification information. The user can enter the identification intothe touchpoint device through any input mechanism, including a keypad ora biometric input. The identification information required may be anyinformation that identifies and verifies the user to the financialinstitution and may include, for example, the user's name, address,phone number, social security number, account number, pin number, age,sex, race, ethnicity, username, password, or any such information. Ifthe user is logging into the system for the first time, the system mayrequire the user to provide a user name and password. If the user hasalready established a username/password combination, the user may enterthe information at a sign-on screen. Additionally, the system may promptthe user to store the username and password either locally or on thenetwork server. In an alternative embodiment, the attached peripheraldevices may be used to recognize and authenticate the user, includingfacial recognition, retina scan, voice recognition, fingerprint scan, orthe like.

At 220, the identification information is sent over the network by thetouchpoint device and received by a server of the financial institution.In one embodiment, the identification information is stored, forexample, locally on the touchpoint device. Alternatively, theidentification information can be stored on the server or in a database.Once entered, the identification information may be accessed byemployees of the financial institution and/or customer servicerepresentatives.

As discussed below, at least a portion of the identification informationcan be automatically provided to the customer representative when suchservice is requested by a user, thereby allowing the user to beidentified by the representative without having to enter additionalinformation. In another embodiment, the identification information maybe automatically populated into electronic documents being completed bya user on a touchpoint device.

Referring to 230, an electronic document is displayed to the user on thetouchpoint device. The electronic document, such as a word processingdocument, web page, spreadsheet, video, picture, or any other type ofelectronic file that presents information to the user contains financialinformation, and may be any form, document, application, agreement,contract, offer, advertisement, pamphlet, manual, or product offered bythe financial institution. Therefore, if an electronic document containsfields for user input, a user may enter information into the fieldsusing the input device of the touchpoint device.

In one embodiment, the user is presented with the option to view anumber of electronic documents upon logging into the system. The optionsdisplayed to the user are chosen based on a number of factors including,but not limited to, the identification information entered by the user,any stored information previously provided by the user or a third party,other electronic documents previously completed or reviewed by the user,information entered by an employee of the financial institution, or evenrandomly. In another embodiment, the user may log into the system torequest a particular electronic document.

In a first example, the user reviews a financial institution's offeringson mortgage rates. The user can read about the different types ofmortgages, such as a 30 year fixed or an adjustable rate mortgage. Theuser can also access available rates offered by the financialinstitution. The financial institution can also present a calculator toallow the user to determine a monthly payment based on variousconfigurations. If the user has decided on a particular mortgageproduct, the user can fill out a mortgage application.

While reviewing the mortgage information or completing the mortgageapplication, the user may have a question about the specific content orthe technical operation of the touchpoint device. If the user isaccessing the information on a touchpoint device such as a mobile phoneor personal computer, it has been conventionally inconvenient for theuser to track down a customer service representative. When using atouchpoint device, such as a kiosk or an ATM, at a branch location oreven at a remote location, the customer service representativespecializing in mortgages may not be working at that branch location.However, the user interface of the touchpoint device allows the user toaccess a customer service representative that specializes in thefinancial product currently being reviewed by the user. In the exampleabove where the user is reviewing mortgage information, the user canconnect immediately with a customer service representative specializingin mortgages.

At 240, as the user is reviewing an electronic document, the userdesires assistance with the electronic document. The user inputs aselection into the touchpoint device requesting a video chat session.Rather than require the user to navigate a telephone or graphical menuto select a particular customer service representative, the systemconnects the user with a customer service representative havingparticularized knowledge about the electronic document that the user iscurrently viewing. As an example, the touchpoint device may contain aphysical button or a hyperlink labeled, “Call Representative.” Uponpressing the “Call Representative” button, a request is sent by thetouchpoint device through the network and received by the server. Inanother example, the touchpoint device may contain a digital button oricon displayed within a graphical user interface displayed on thetouchpoint device. In still other embodiments, voice recognition andinteractive voice response is incorporated such that the user may simplysay, e.g., “Call Representative.”

At 250, a video chat request is received by the server and at 260 acustomer service representative is selected from among a group ofrepresentatives based at least upon the electronic document beingdisplayed by the touchpoint device. For example, if a user is completinga mortgage application, a customer service representative would beselected from among the available representatives based upon hisexpertise in helping customers to complete mortgage applications. Asanother example, if a user chooses to call a representative whilereviewing documentation on available credit card offers, arepresentative who has expertise in, for example, a financialinstitution's available credit and debit card offers would be selected.In order to determine which representative is best suited to help acustomer with a particular electronic document, information about eachrepresentative's expertise is stored, for example, in a database on theserver. This information may be accessed by the server when a requestfor a representative is received and the database may be updated as arepresentative's knowledge base grows. Additionally, information, suchas user satisfaction scores, the number of users helped, names andaccount numbers of users helped, and other information may be stored inthe database.

In another embodiment a customer service representative is chosen from agroup of qualified representatives based upon a variety of additionalfactors, including, but not limited to, the age of the user, whether theuser has previously dealt with a certain representative, the amount ofmoney requested or at issue, the net worth of the user, other documentsthe user has reviewed or completed during the instant session orprevious session, and any number of factors contained within the user'sidentification information without limitation.

The customer service representative may be selected based on thelanguage spoken by that representative and/or the language of theelectronic document being viewed by the user. For example, if a user isapplying for a credit card in English, an English speaking customerservice representative will be chosen. In an alternative embodiment, auser may select his preferred language at any time while using atouchpoint device, including but not limited to, at an initial setupstage, upon requesting a video conference, or while setting uppreferences for an account. Additionally, a customer servicerepresentative fluent in a certain language may also be chosen basedupon a user's IP address, mobile phone number, or GPS location. Forexample, if a new user logs into the system from a computer in theUnited States of America, the default language of the representativechosen may be English. Alternatively, if a new user dials into thesystem from a mobile phone having a Japanese phone number, the customerservice representative chosen may be fluent in at least Japanese. In yetanother alternative, the language of the customer service representativecan be based upon a default language for the country where the userresides.

Once the customer service representative is selected, a connection isestablished via the network between the representative and thetouchpoint device 270, and information about the electronic document isprovided by the touchpoint device to the customer service representative280. In one example, if a user is reading documentation on a product orservice, the entire electronic document or a subset of the document maybe sent to the representative with an indication of which page is beingviewed by the user. In another example, if a user is in the process ofcompleting a form, both the form and the information entered into theform's fields by the user are provided to the representative. In yetanother example, the user's screen is shared with the representative,allowing the representative to manipulate the electronic document. In afurther embodiment, the electronic document is not sent to therepresentative, rather information about the document, such as but notlimited to title, author, form number, page number, completed pages,time viewed, subject matter and the like are sent.

At 290, at least a portion of the identification information is providedto the customer service represent via the network. The user, therefore,does not have to spend time identifying himself or verifying hisinformation with the representative. However, even if the identificationinformation is provided to the representative, the representative mayrequire the user to provide verification information, such as a passwordor personal identification number.

At 291, a video feed is displayed on the touchpoint device showing thecustomer service representative and allowing the representative tointeract with the user. The video feed may include audio, video and textmessaging. The video provided to the user include includes full duplexvideo and audio at a sustained rate, as an example, of 30 frames (60fields) per second fully interlaced in both point-to-point andmultipoint environments. The capability also includes lower levels ofvideo and audio quality if the customer is using the service on a lowspeed connection. Additionally, the audio and video may be provided tothe user in separate streams which are synchronized at the touchpoint.The video may be presented to the user of a touchpoint in a stand alonewindow, a “pop-up,” or may be fully integrated into the graphical userinterface (“GUI”) of the touchpoint. In one embodiment, the video may beexpanded to encompass the entire display device of the touchpoint.

Optionally, if the touchpoint is equipped with a camera, a video feed ofthe user can be shown to the customer service representative. This videofeed may be automatically presented upon activating the video feed fromthe customer service representative or it may require activating anadditional button or link. Similarly, an audio feed from the user may beactivated automatically or upon depressing a button (physical orelectronic) or link.

The user can terminate the video session with the customer servicerepresentative by selecting a button or link to end the session.Alternatively, the user can sign out of the secure session. In anotheralternative, the customer service representative can terminate thesession. Once a session is terminated, a video display on the userinterface can be minimized or be closed, and the user can return to theelectronic document.

In another embodiment, the video chat session with the representative isrecorded and stored in a database either locally or on the server. Thevideo is stored, for example, digitally and maintained as records for acertain amount of time. Storage may be in the form of a hard drive typesystem and the video may be stored, for example, as MPEG files. Thesestored videos may be accessed by the user at a future time and from adifferent location such as, but not limited to, a personal computer. Thevideos may also be accessed by employees of the financial institutionfor training purposes.

In another embodiment, a representative may review documents with a userand permit the customer to execute documents and record the execution,as well as, have the executed documents transmitted to therepresentative. In one example, a user may complete and execute a creditcard application with a representative.

Multipoint capabilities are further provided in an exemplary embodiment.For example, a representative speaking with a customer could bring asecond representative onto the screen, introduce that expert, and thenleave the session with the second expert taking over the session. Inaddition, one person could broadcast to all individuals on the system orany number of nodes on the system could be hooked up for a videoconference.

A backchannel voice feature is also provided in embodiments of thepresent invention, wherein multiple voice channels are provided forprivate communications. For example, a sales representative interfacingwith a customer could be coached in real time by a senior managerwithout the customer realizing. As another, non-limiting example, twosenior managers running a multipoint conference could communicate witheach other in private during the call. Moreover, should an expert havethe need to remove himself from the live video screen, he has thecapability to put the customer on hold, showing the customer a staticimage or a dynamic screen, e.g., advertisements. In the situation wherea customer requests a video chat, but receives a busy signal, thecustomer would be able to leave a video mail, similar to voicemail forphones, for the expert to reach the customer when available.

A further embodiment of the present invention provides for videoconference services to be delivered through a call center. Referring nowto FIG. 3, the call center 340, for example, may be a communications hubwith routing and processing capabilities. The call center 340 mayreceive signals from the touchpoint device 320 in operation by the user310 and/or the financial institution's server 330 via the network 350.

In the exemplary embodiment shown in FIG. 3, the call center 340 is aseparate entity from the financial institution. Therefore, the selectingof customer service representatives can be based on the electronicdocument being viewed by the user 310 may be processed or executed bythe call center 340. The call center 340 can obtain information from thefinancial institution's server 330 regarding the electronic document.The call center 340 can then determine the type of customer servicerepresentative based on information about the electronic document.

In an alternative embodiment, the selecting of a particular customerservice representative with expertise in the electronic document beingviewed by the user 310 is done by the financial institution. Thefinancial institution's server 330 recognizes the type of electronicdocument being viewed on the touchpoint device 320 by the user 310 andsends a message through the network 350 requesting that the call center340 connect a customer service representative 370 with expertise in thesubject matter of that electronic document. The message request sentfrom the financial institution's server 330 to the call center 340 canalso include information about the electronic document and the user 310.

The call center 340 can connect a plurality of customer servicerepresentatives 370 a, 370 b, 370 c to the user 310 based on theelectronic document. Each customer service representative 370 a, 370 b,370 c has a workstation 360 a, 360 b, 360 c for reviewing informationabout the electronic document as well as communicating with thefinancial institution's server 330 and the touchpoint device 320. Theworkstation 360 a, 360 b, 360 c can have a camera for capturing video ofthe customer service representative, a microphone for capturing audio ofthe customer service representative, a display for showing informationabout the customer and the electronic document, and an input device forallowing the customer service representative to input commands to accessinformation about the user 310 or the electronic document.

In one example, if the electronic document being reviewed by the user310 on the touchpoint device 320 discusses mortgage information, then arequest by the user 310 to chat with a customer service representativewould be routed to one of the customer service representatives 370 a,370 b, 370 c with expertise in mortgages. The financial institution'sserver 330 or the call center 340 can determine the type of customerservice representative needed and appropriately route the request. Thecall center 330 then routes the necessary information to the selectedrepresentative 360 and establishes a connection to the touchpoint device320 via the network 350. The customer service representative 370 a, 370b, 370 c can then initiate a videoconference or video session with theuser 310.

Referring to FIGS. 4 a and 4 b, screenshots of a customer user interfaceaccording to an exemplary embodiment are shown. As shown in FIG. 4 a, auser of a touchpoint device, such as a 360 Station or a mobile phone, isreviewing an electronic document 405 having information about schoolloans on a graphical user interface 400 presented on the screen of thetouchpoint device. At any point during the session, the user may input aselection to request assistance from a customer service representativeregarding the electronic document 405 the user is viewing. Theelectronic document 405 can be presented in a first area 400 a of thegraphical user interface 400. In this example embodiment, the user mayuse an appropriate input device or touch the touch screen of the userinterface 400 to select the image, button, or link 410 labeled “My360Help” in a customer service window 415 called “My Agent.” The customerservice window 415 can be presented in a second area 400 b of thegraphical user interface 400.

At FIG. 4 b, once the user has selected the “My360 Help” link 410, theuser interface 400 presents a customer service representative in arepresentative video window 420, which is integrated into the userinterface 400 in the first area 400 a. The customer servicerepresentative may be provided with information about the electronicdocument 405 that the user is viewing, and a second window 430 may bedisplayed on the user interface 400 in the first area 400 a showing aversion of the electronic document 405.

Although shown as two separate windows in FIG. 4 b, it will beappreciated that the number of windows, size, appearance, and layout ofthe customer representative window 420 and electronic document window430 may vary depending on many factors including the type of touchpointdevice being used to access the electronic document, the hardware,software, and display components of the touchpoint device, and/or theuser's preference. In certain embodiments, the user may control the sizeand appearance of each window. In other embodiments, the customerservice window 420 and electronic document window 430 may be a singlewindow. In yet other embodiments, the some or all windows in first area400 a can be positioned in second area 400 b and some or all windows inthe second area 400 b can be positioned in first area 400 a.

In an example embodiment, the customer service representative may gainaccess to the touchpoint device, including the ability to enter data andcontrol the cursor. In this way, the representative may guide the userthrough the completion of the electronic document, or illustrate aparticular point to the user. In this particular example, the customerservice representative can use a pointer 450 to direct the user to acertain location within the electronic document 405. In anotherembodiment, the representative may type information, such asinstructions or greetings to the user, and the information will bedisplayed on the touchpoint device.

Referring to FIGS. 5 a through 5 d, screenshots of a customer userinterface according to an exemplary embodiment are shown. As shown inFIG. 5 a, a customer of the financial institution is using a touchpointdevice, such as a Workbench or a 360 Station. The user is reviewing anelectronic document 505 containing a summary of the user's account on agraphical user interface 500 presented on the screen of the touchpointdevice. The user has inputted a selection to request assistance from acustomer service representative regarding the electronic document 505being viewed by the user by pressing the “Call Staff” button or link 510located on the screen of the touchpoint device. The electronic document505 remains in the background of the graphical user interface 500, whilea customer service window 515 called “Video Agent” appears or pops-up inthe foreground. Within the customer service window 515, a first displayarea 520, may display a picture, video, text, or icon. In this exampleembodiment, an icon of a phone is displayed in the first display area520. In an alternative embodiment, a video feed from a camera connectedto the user's touchpoint device may be displayed.

Other information, such as status information 525, may be displayedwithin the customer service window 515 to inform the user about thecondition of the video chat session. In this example, the statusinformation 525 displayed to the user is “Starting Call . . . ,”informing the user that a call to a representative is in progress, butthe user is not yet connected to a representative. The user isadditionally presented with an option to end the video chat session atany time by selecting the termination button or link 530, which islabeled “End Call” in this example. It will be appreciated that the usermay end the video chat session at any time after initiating a video chatsession.

At FIG. 5 b, if the video chat request is unsuccessful for any reason,the status information 525 displayed within the customer service window515 informs the user of the following: “We are sorry, the call failed.To try again, please pick up the receiver and touch the Start Callbutton.” The user is therefore presented with an option to attemptanother connection by selecting the “Start Call” button or link 540. If,alternatively, the user does not want to continue with the video chatrequest, the user may end the session and close the customer servicewindow 515 by selecting the “Close” button or link 535. In analternative embodiment, the system may repeatedly attempt to secure aconnection to a customer service representative until the connection issuccessful or the system may attempt a pre-determined number of tries toconnect before displaying the appropriate status information 525.

At FIG. 5 c, if the connection to a customer service representative issuccessful, a picture or video of the customer service representativeappears within the first display area 520 of the customer service window515 displayed in the foreground of the graphical user interface 500. Itwill be appreciated that the customer service window 515 may be moved,resized, minimized, maximized, or closed. For example, a user mayminimize the customer service window 515 and continue to work on theelectronic document 505 while receiving audio instructions orclarification from the customer service representative. In anotherexample, the user may maximize the customer service window 515 tofull-screen size in order to read a physical document that is shown tothe user by the representative.

At FIG. 5 d, the customer service window 515 is expanded to include asecond display area 550. In this example, a pin-pad is displayed withinthe second display area 550. Additionally, the user is presented withthe option to hide the second display area 550 by selecting the buttonor link called “Hide Keypad” 545. Using the pin-pad, a user may enternumbers into the system, which may then be read by the customer servicerepresentative. For example, the representative may ask the user toconfirm his pin number for a certain account in order to verify theuser. In another embodiment, if the user wishes to ask therepresentative a question about a different electronic document, theuser may enter a bookmark number corresponding to that electronicdocument. The representative can then either read the bookmark enteredto obtain the corresponding document from the system, or the documentmay be displayed automatically to the representative.

Although a pin-pad is displayed in the second display area 550 in thisparticular embodiment, it will be recognized that, in other exemplaryembodiments, any number of input devices or system outputs may bedisplayed in the second display area 550, such as but not limited to,keyboards, electronic documents, video output from a camera connected tothe user's touchpoint device, data entered by the user or customerrepresentative, status information, error messages, and the like.Moreover, it will be understood that, although described as a firstdisplay area 520 and second display area 550, there may be any number ofdisplay areas within the customer service window 515 including a singledisplay area with multiple features. Additionally, although the customerservice window 515 is shown in the foreground of the graphical userinterface 500, it is understood that the customer service window may belocated at any position within the graphical user interface.

Unless specifically stated otherwise as apparent from the followingdiscussion, it is appreciated that throughout the description,discussions utilizing terms such as “processing” or “computing” or“calculating” or “determining” or “displaying” or the like, can refer tothe action and processes of a data processing system, or similarelectronic device, that manipulates and transforms data represented asphysical (electronic) quantities within the system's registers andmemories into other data similarly represented as physical quantitieswithin the system's memories or registers or other such informationstorage, transmission or display devices.

The exemplary embodiments can relate to an apparatus for performing oneor more of the functions described herein. This apparatus may bespecially constructed for the required purposes, or it may comprise ageneral purpose computer selectively activated or reconfigured by acomputer program stored in the computer. Such a computer program may bestored in a machine (e.g. computer) readable storage medium, such as,but is not limited to, any type of disk including floppy disks, opticaldisks, CD-ROMs and magnetic-optical disks, read only memories (ROMs),random access memories (RAMs) erasable programmable ROMs (EPROMs),electrically erasable programmable ROMs (EEPROMs), magnetic or opticalcards, or any type of media suitable for storing electronicinstructions, and each coupled to a bus.

The exemplary embodiments described herein are described as softwareexecuted on at least one server, though it is understood thatembodiments can be configured in other ways and retain functionality.The embodiments can be implemented on known devices such as a personalcomputer, a special purpose computer, cellular telephone, personaldigital assistant (“PDA”), a digital camera, a digital tablet, anelectronic gaming system, a programmed microprocessor or microcontrollerand peripheral integrated circuit element(s), and ASIC or otherintegrated circuit, a digital signal processor, a hard-wired electronicor logic circuit such as a discrete element circuit, a programmablelogic device such as a PLD, PLA, FPGA, PAL, or the like. In general, anydevice capable of implementing the processes described herein can beused to implement the systems and techniques according to thisinvention.

It is to be appreciated that the various components of the technologycan be located at distant portions of a distributed network and/or theInternet, or within a dedicated secure, unsecured and/or encryptedsystem. Thus, it should be appreciated that the components of the systemcan be combined into one or more devices or co-located on a particularnode of a distributed network, such as a telecommunications network. Aswill be appreciated from the description, and for reasons ofcomputational efficiency, the components of the system can be arrangedat any location within a distributed network without affecting theoperation of the system. Moreover, the components could be embedded in adedicated machine.

Furthermore, it should be appreciated that the various links connectingthe elements can be wired or wireless links, or any combination thereof,or any other known or later developed element(s) that is capable ofsupplying and/or communicating data to and from the connected elements.The term module as used herein can refer to any known or later developedhardware, software, firmware, or combination thereof that is capable ofperforming the functionality associated with that element. The termsdetermine, calculate and compute, and variations thereof, as used hereinare used interchangeably and include any type of methodology, process,mathematical operation or technique.

The embodiments described above are intended to be exemplary. Oneskilled in the art recognizes that there are numerous alternativecomponents and embodiments that may be substituted for or included inthe particular examples described herein and such additions orsubstitutions still fall within the scope of the invention.

1. A computer implemented method for providing customer supportcomprising: receiving, by a touchpoint device, identificationinformation from a user of the touchpoint device; receiving, by aserver, the identification information; providing an electronic documentto the user; receiving, by the server, an input from the user requestinga session with a representative; selecting, by the server, arepresentative based at least in part on the electronic document;providing information about the electronic document to therepresentative; and establishing a connection between the representativeand the touchpoint device.
 2. The method according to claim 1, whereinthe touchpoint device is a personal computer.
 3. The method according toclaim 1, wherein the touchpoint device is a mobile phone, automatedteller machine, kiosk, personal digital assistant, or tablet computer.4. The method according to claim 1, further comprising providing atleast a portion of the user's identification information to therepresentative.
 5. The method according to claim 1, further comprisingproviding the electronic document to the representative.
 6. The methodaccording to claim 1, further comprising determining, by a server, asubject matter of the electronic document.
 7. The method according toclaim 6, further comprising routing a message to connect a particularrepresentative based upon the determination of the subject matter of theelectronic document.
 8. The method according to claim 7, furthercomprising retrieving information from a database that associates theelectronic document with a subject matter.
 9. The method according toclaim 1, further comprising: upon receiving a request from the user fora session with a representative, automatically generating a request fora representative based on the electronic document; transmitting therequest to a call center; and routing the request to a representativewith expertise in the electronic document.
 10. The method according toclaim 1, further comprising receiving a transmission from the touchpointdevice of a video and audio of the user to the representative.
 11. Asystem for providing customer support comprising: a server of afinancial institution adapted to provide an electronic document to atouchpoint device in operation by a user; a first databasecommunicatively coupled to the server and adapted to store theelectronic document; a second database communicatively coupled to theserver and adapted to store account information of the user; and aworkstation communicatively coupled to the server and configured to beoperable by a customer service representative, the workstationcomprising: a camera for capturing video of the customer servicerepresentative; a microphone for capturing audio of the customer servicerepresentative; a display for presenting information about theelectronic document provided to the user; and an input device configuredfor the customer service representative to input commands to accessinformation about the user or the electronic document; wherein the usercan access video and audio of the customer service representative on adisplay of the touchpoint device upon a request by the user, and whereinthe server directs the request of the user for video and audio of thecustomer service representative to a particular customer servicerepresentative that has expertise relating to the electronic document.12. The system according to claim 11, wherein the touchpoint device is apersonal computer.
 13. The system according to claim 11, wherein thetouchpoint device is a mobile phone, automated teller machine, kiosk,personal digital assistant, or tablet computer.
 14. The system accordingto claim 11, further comprising a call center for routing a request fromthe server to the workstation of the customer service representative.15. A method for providing customer support comprising: providing a userinterface to a user to display on a touchpoint device; providing a firstarea of the user interface to display an electronic document; providinga second area of the user interface that has a link for requestingassistance from a customer service representative; receiving a selectionby the user of the link for assistance; routing a request for assistanceto a particular customer service representative based on the electronicdocument displayed in the first area of the user interface; establishinga video feed of the customer service representative from a computer ofthe customer service representative to the user's touchpoint device; andproviding the video feed of the customer service representative in thefirst area along with the electronic document.
 16. The method accordingto claim 15, wherein the touchpoint device is a personal computer. 17.The method according to claim 15, wherein the touchpoint device is amobile phone, automated teller machine, kiosk, personal digitalassistant, or tablet computer.
 18. The method according to claim 15,further comprising providing the electronic document to the customerservice representative.
 19. The method according to claim 15, furthercomprising determining, by a server, a subject matter of the electronicdocument.
 20. The method according to claim 19, further comprisingrouting a message to connect a particular representative based upon thedetermination of the subject matter of the electronic document.
 21. Themethod according to claim 20, further comprising retrieving informationfrom a database that associates the electronic document with a subjectmatter.
 22. The method according to claim 15, further comprisingreceiving a transmission from the touchpoint device of a video and audioof the user to the representative.